Technical Support Specialist

Company: AGS, LLC. ( Learn More )

General Information
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Job Description

As one of the leading providers of games and technology for casinofloors, AGS is an exciting place to work. We create top-performing slot games,live felt table games, and mobile games and applications that providetransformational customer and player experiences.

Recently recognized as one of 2017 ‘Best and Brightest Companies toWork For®’ in the U.S. and along with this nationwide recognition, AGS also wona top spot among Atlanta’s 2017 ‘Best and Brightest Companies to Work For’, aregional honor for companies in the Atlanta metro area.

Our mission is to deliver highly entertaining, diverse, and amazinggaming experiences to players around the world, while never losing the passion,agility, grit, and customer-focus that made us successful in the first place.

Job Summary:

Reporting tothe Director of Customer Service, the Technical Support Engineer is responsiblefor providingtechnical customer support for AGS’ Class II and Class III gaming operationsfor customers located in the United States and Mexico. This position requires,but is not limited to, software and network troubleshooting, logging of troubletickets in a ticketing system and dispatching Field Service personnel whenrequired. 


The duties of this role include but are notlimited to the following:

  • Answer incoming calls for technical support from customers or FieldService technicians.
  • Record customer information and detail descriptions of the issue andresolution for each incident in the ticket system in a timely manner and thatwill be used for Engineering’s trend assessment.
  • Properly prioritize tickets depending on level of severity and escalatewhen required.
  • Walk customer and/or field technicians through resolving troublesoftware or hardware issues over the phone or on-site.
  • Answer customer and/or field service technician’s questions on hardwareissues, basic AGS system operation or reporting procedures.
  • Perform software installations and upgrades to AGS software locally orby remote connection.
  • Follow up with customers and/or field service technicians until troubleissue is resolved successfully.
  • Act as the liaison between field services personnel engineering whenneeded.
  • Dispatch field personnel depending on need determined by the issuecalled in.
  • Contribute and maintain information stored in the knowledge base systemfor commonly occurring problems.
  • Image and assemble server and configure server racks for new customerorders or server upgrades shipped to the field.
  • Skills / Requirements:

  • Associatesdegree in technical, computer related discipline or relevant on the jobexperience
  • Minimum 3 years technical support.
  • Windows, Windows XP and Windows 7 knowledge.
  • Basic Microsoft SQL knowledge. Ability to create and run queries.
  • Strong Analytical and organization skills.
  • Strong written and oral communication.
  • Work effectively under pressure.
  • Available for on-call on a rotating basis/multi-shift.
  • Some travel required (5%)
  • Gaming License Eligibility.  Youmust be able to pass a background check up to the past 20 years for arrest,conviction, sealed or expunged records
  • Microsoftcertified professional (MCP) or above, A+, CCNA or relevant technicalcertifications. 
  • Linuxpreferred
  • Computer networking skills - TCP/IP, router and switch knowledgepreferred.
  • Proficient with Dell PowerEdge servers preferred

  • Aspire to Win: Have a bias to action and adesire to be the best.  Build winningproducts, tell a winning story, and provide winning service.  Focus on results, not process.
  • Us, We and Our: No “I, me, mine” – no oneperson is bigger than the brand.  Createan environment of teamwork, diversity and lateral service.
  • Love the Game: Understand, appreciate and havepassion for our industry and the products and services we provide.  Be a sponge and have the intellectualcuriosity to learn every day.  Obsessover delivering the best gaming experiences in the world.
  • Act Like a CEO: Be empowered and empower othersto deliver the best experiences for our customers.  Spend money like it’s your own and take smartrisks.  Think strategically, thinkglobally, and own outcomes.
  • Keep it Real: Have humility and stayhungry.  Nobody’s going to give usanything; we have to earn it every single day.
  • Embrace Change: Fluidity allows us to beinnovative and nimble at the same time. Have the flexibility to adapt to a fast-changing environment.  Maintaining full control shouldn’t be yourultimate goal.
  • Say What You Mean, Mean What YouSay, Don’t Say It Mean: Communicateclearly, listen, “say it in the room,” and engage in healthy debate.  Have the backbone and the maturity to embracecandor.  No politics.
  • Make Your Mom Proud: Play hard, play to win, but playfair. Build a house you want to live in. show respect and have integrity with each other and our customers.
  • Spirit of Service: Volunteerism and serving othersis part of our fabric.  Show compassionfor people inside and outside of our company, for our families, and for ourcommunities.
  • Let Your Inner Geek Shine: It’s okay to be you – in fact,we encourage it.  Take time to socialize,play, exercise, celebrate…and even geek out a little.

    Job Requirements